Worldpay · 8 hours ago

Enterprise Incident Communication Analyst

United States

Full-time

Remote

Mid Level

$105K/yr - $177K/yr

3+ years exp

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Responsibilities

Act as the primary point of contact during technical incidents, ensuring all stakeholders are informed promptly.

Coordinate with technical teams to gather relevant information and updates on the status of incidents.

Maintain detailed incident logs, documenting all actions taken and communications made.

Draft and distribute incident notifications, updates, and resolutions to internal and external stakeholders.

Ensure communication is clear, concise, and tailored to the audience, avoiding technical jargon when necessary.

Conduct post-incident reviews to capture lessons learned and improve future communication strategies.

Liaise with internal teams, including IT, customer support, and operations, to ensure alignment and coordinated response efforts.

Engage with customers and clients, providing timely updates and addressing their concerns during incidents.

Facilitate conference calls or meetings to discuss incident status and next steps with relevant stakeholders.

Develop and maintain incident communication processes and templates to ensure consistency and efficiency.

Identify opportunities for process improvements and implement best practices for incident management communication.

Collaborate with cross-functional teams to refine and enhance incident response protocols.

Generate and distribute incident reports, summarizing the nature of incidents, actions taken, and resolution outcomes.

Maintain a comprehensive knowledge base of common incidents, resolutions, and communication strategies.

Provide regular updates to management on incident trends and communication effectiveness.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Incident ManagementTechnical WritingITIL PracticesIncident Management ToolsCertification in Incident Management